Initial explorations & research
At the outset of the project, we didn’t have a clear understanding of our users, their motivation, pain points etc, but we knew the platform was not being used, the navigation was causing usability issues and the platform was not scalable. It was almost impossible to start this process without pre-existing insights, therefore, I recruited a talented researcher Sansin to explore, interview users and user test the then original webapp.
We had a month to explore and research. We started by interviewing and user testing the original webapp with 5 asset managers, 5 property managers and 5 admin staff to understand their motivations, pain points and to gain a general understanding of how Savvy should assist them. We asked questions like: What would you ideal dashboard look like? How do you currently manage your property portfolio? These are some of our high-level findings:
- Users want to see different data based on their user type
Savvy was showing all 4 user types the same data set which consisted mostly of smart building data such an occupacity density. The building managers were blown away by this data, but the asset managers were extremely disappointed as this is not the data they require for their job role. We learned that asset managers were in need of data such as Tenant financial history, Total rent collected, total achievable rent etc.
The admin staff (receptionist) were confused by the data provided to them and were only really interested in visitor management and the company newsfeed. Resulting in all asset managers and admin staff stating they would not use Savvy unless the platform greatly improved, as they found the platform lacked the data they required.
- Users liked the representation of the data, but struggled with navigation and found the webapp to be dull
Users had issues navigating around the webapp and pointed to the fact that the original navigation changed from page to page as the reason for this. They, however, found the flow of the platform is to inline with their expectations. They also found the data was very easy to understand compared to other applications, but in whole found the platform to be dull.
Based on our all of our findings shown above, we narrowed our focus into 4 areas for potential improvement of our original dashboard:
- Improve the data we provide
- Improve/create global navigation
- Improve the look and feel